Worst customer experience from SMEG
Dear SMEG,
Just over 2 years ago my Mother purchased a SMEG kettle and toaster at the Tafelberg Furnishers branch in Greenpoint. Two weekends ago, the SMEG kettle developed a big bubble on the side, it looked like it was going to explode. I emailed the Tafelberg branch on the 4th February with images, they forwarded the email to your customer services department. It was downhill from here!
I informed TF that my Mom no longer had the receipt, they had communicated this in email to your customer service agent.
On the 7th February, Erica Benjamin sent me an email apologizing for my experience and asking for a copy of the receipt. TF was informed that my Mother no longer had the receipt. According to my understanding the receipt was found, and forwarded to SMEG (it was a green pastel kettle, not cream as the email). Initially my Mother exchanged the kettle after having it for less than 3 months, the kettle went rusty inside. This was her second kettle.
I sent Erica the serial number and informed her of the receipt from TF. Without any phone call or email, she sent Lorenzo and I an email asking for a quote to be sent to my Mom for a 50% voucher/discount. I rep**** and asked her to explain the email. Erica said that Susie liaised with my Mother, saying that they have discussed a special discount. The first lie. My Mother was not called!
On Friday afternoon, I sent Erica an email asking her to call me. She did. The call was abrupt, I cannot even remember if Erica greeted me. I told her that no-one from SMEG made contact with my Mother. Erica said she would get back to me and confirmed a new kettle will be issued with warrantee. I sent her an email asking for her manager's name and email address, as I was not happy with the service, no response.
Later she called me saying that SMEG will deliver a new kettle to the branch in Strand Street. I asked if it could be delivered to her home or the TF Diep River branch. She confirmed that would be delivered before Tuesday (today) to Diep River.
This morning I received a call from Erica informing me that the kettle is ready for collection at the branch in Diep River. My Father took off half way from work, drove to fetch my Mom and went to collect the pastel green kettle. When my parents arrived, they were told that the kettle is not in the store. They called Erica who informed them that she did not liaise or call me. Second lie!
Who will reimburse our time, fuel and annual leave?
Now, I'm not completely sure if there are two Erica's in your customer service department but I have proof of her phone call. I am really disappointed and disheartened by the service from SMEG. This is certainly not the service you expect.
As loyal fans and brand ambassadors of SMEG, we will no longer be supporting or purchasing products again. Your staff needs to be aligned with the vision of your brand, it is vital for them to understand their role in the business. A bad customer experience now turned away 9 family members, who also won't support your brand again.